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Whistling Kettle Support Training Manual
Closing Procedures
At the end of each shift 1. Make sure your section is cleaned, with all tables and chairs wiped. Follow your color guide. The
manager may have additional tasks to perform before you leave.
2. Complete assigned closing side work duties
3. Begin check-out procedures
4. Clock out
The Guest
Never underestimate the importance of a guest!!!
A guest is not dependent upon us -- we are dependent upon him (or her).
A guest is NEVER an interruption of our work - he is the purpose of it.
A guest does us a favor when he comes here -- we are not doing him a favor by serving him.
A guest is part of our business -- not an outsider.
A guest is not a cold statistic -- he is a flesh and blood human being with feelings and emotions, like
our own.
A guest is a person who brings us his wants -- it is our job to fill those wants.
A guest is deserving of the most courteous and attentive treatment we can give him.
A guest is the lifeblood of the Whistling Kettle.
I Am Your Guest
"You often accuse me of carrying a chip on my shoulder, but I suspect this is because you do not entirely
understand me. Isn't it normal to expect satisfaction for one's money spent? Ignore my wants and I will
no longer appear in your restaurant. Satisfy those wants and I will become increasingly loyal. Add a little
extra personal attention and a friendly touch and I will become a walking advertisement for you."
"When I criticize your food and service to anyone who will listen, which I may do whenever I am
displeased, take heed. I am not dreaming up displeasure. It lies in something I perceive you have failed to
do to make my eating experience as enjoyable as I have anticipated.
Eliminate that perception or you will lose my friends and me as well. I insist on the right to dine leisurely
or eat in haste according to my mood."